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IT Helpdesk / Desktop Manager
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Job Description:
Manage and coordinate the IT support services team and evaluate performance.
Manage and coordinate urgent and complicated support issues.
Ensures customer service is timely and accurate daily.
Determine the root cause of issues and communicate appropriately to internal and external technical resources.
Develop and maintain phone/ticket escalation processes to ensure appropriate and timely resolution to service tickets.
Implement training and help desk software capabilities to strengthen service operations.
Manages employee training and end-user support programs.
Oversees ticket system, monitors ticket statuses, and reports to facilitate timely ticket resolution.
Oversee dispatch process of service requests to ensure full utilization of technical resources.
Assists with developing policy for installing and configuring software or hardware updates or patches.
Evaluate and resolve network connectivity or communications systems issues.
Manage the process for communicating outage/emergency activities to the organization.
Install, operate, maintain, and repair hardware, software, and peripheral equipment.
Ensure user onboarding procedures are maintained to meet compliance and security concerns.
Qualifications:
We reserve the right to pay above or below the posted wage based on factors unrelated to sex, race, or any other protected classification.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This temporary role may be eligible for the following:
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Manage and coordinate the IT support services team and evaluate performance.
Manage and coordinate urgent and complicated support issues.
Ensures customer service is timely and accurate daily.
Determine the root cause of issues and communicate appropriately to internal and external technical resources.
Develop and maintain phone/ticket escalation processes to ensure appropriate and timely resolution to service tickets.
Implement training and help desk software capabilities to strengthen service operations.
Manages employee training and end-user support programs.
Oversees ticket system, monitors ticket statuses, and reports to facilitate timely ticket resolution.
Oversee dispatch process of service requests to ensure full utilization of technical resources.
Assists with developing policy for installing and configuring software or hardware updates or patches.
Evaluate and resolve network connectivity or communications systems issues.
Manage the process for communicating outage/emergency activities to the organization.
Install, operate, maintain, and repair hardware, software, and peripheral equipment.
Ensure user onboarding procedures are maintained to meet compliance and security concerns.
Qualifications:
- Bachelor's Degree from an accredited college or university in Computer Science, Information Technology or related field.
- 3 - 6 years of relevant IT support work experience
- 1-2+ years of IT Supervisor or Management / Experience managing 1-2+ employees
- Experience with Win 10, Active Directory, 0365
We reserve the right to pay above or below the posted wage based on factors unrelated to sex, race, or any other protected classification.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This temporary role may be eligible for the following:
- Medical, dental & vision
- 401(k)/Roth
- Insurance (Basic/Supplemental Life & AD&D)
- Short and long-term disability
- Health & Dependent Care Spending Accounts (HSA & DCFSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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